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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000


Country of Citizenship: United States

SSN: xxx-xx-xxxx


Job Title: Training Specialist (Intercultural Competence, Diversity & Inclusion)

Department: Peace Corps

Job Announcement Number: 16-252-CS (Control #459362400)




Core Competencies

Program Management, Corporate Training, Training Program Development, Course Material Design, Human Resources, Volunteer Interface, Customer Relations, Grant Development, Analysis, Expense Control, Budgetary Oversight, Revenue Management, Productivity Enhancement, Unit Operational Management, Detail Orientation, Lead-by-Example, Staff Development and Retention, Collaborative Teamwork Support, Marketing & Sales, Sales Coordination, Meet/Exceed Goals, Brand Strategy Support, Relationship Development, Contract Negotiation, Profit & Loss Management, Process Improvement, Operational Streamlining, Well-qualified to serve as Expert Consultant for Intercultural Learning/Diversity/Inclusion, International Student Mentorship



Professional Experience


MONTH 2011 - Present

Multiple Organizations

Location: N/A

Hours per Week: N/A

Salary: N/A

Supervisor: N/A Phone: N/A May Contact: N/A


Contract Claims


Provide outstanding service in handling property/auto/liability claims to multiple companies including Eagle Claims, Claims Solution, State Farm Insurance, CJW & Associates, Assurant Solutions, Southern Casualty and GA Mutual. Skillfully steer array of initiatives and work closely with Department of Insurance in restructuring organizations that were placed on probation. Have been successful in reorganizing/developing new processes/procedures covering FNOL, Material Damage, Litigation, Subrogation and Arbitration, and have successfully implemented multiple strategies that improved the combined ratio from 110% to 96%. Steered array of initiatives and facilitated new litigation that succeeded in reducing number of suits received, with the resultant reduction in costs as well as timely settlements.



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Yyyyyy x. yyyyyy Page 2 of 5



MONTH 2006 MONTH 2011

Mercury Insurance Group Corporation

Atlanta, GA

Hours per Week: N/A

Salary: N/A

Supervisor: N/A Phone: N/A May Contact: N/A


National Manager of Claims Training/Litigation Manager


Expertly directed work performance of 13 trainers as well as 2,000+ personnel on nation-wide basis. Collaborated with new Procurement/Logistics Manager in developing departmental budgets, and developed guidelines/methods/strategies into standardized Claims Training Methodology that grew core competencies while reducing/eliminating multiple inefficiencies, waste and redundancies, a program that was fully implemented nationally. Performance excellence was acknowledged by receiving above-average training evaluations on all training courses. Also re-designed Claims Trainer description to include comprehensive listing of relevant standards/procedures and was successful in gaining operational support for internal as well as external marketing programs. Assessed and amended manual covering bodily injury/claims to assure compliance with all prevailing statutes and directives


Contributed subject matter expertise and experience during service as Litigation Supervisor; interacted collaboratively with VP Claims, Director of Litigation, QA and HR Director; improved JD Power Claims score 63 points in a single year. Additionally, effectively negotiated nationwide corporate rates that offset travel expenses and was responsible for hiring, training and assessing staff personnel resulting in the provision of world-class service quality while increasing efficiencies and productivity.



MONTH 2003 MONTH 2006

Sedgwick Claims Management Services Inc.

Atlanta, GA

Hours per Week: N/A

Salary: N/A

Supervisor: N/A Phone: N/A May Contact: N/A


Southeast Regional Claims Supervisor


Managed work performance for seven direct report personnel, with comprehensive responsibilities for overseeing all Regional claims; at inception of tenure in position, was tasked with managing 190 files, which had lain dormant for five months and covered product defects, homeowner, commercial property and mold claims for the Install Unit. Successfully reduced files to 120 cases, a reduction of 37%, and maintained a 120% file closure ratio; also reduced Home Depot Account files by 44%, to a total of 100, during assignment.



MONTH 1998 MONTH 2000

State Farm Mutual Automobile Insurance Company

Dallas, TX

Yyyyyy x. yyyyyy Page 3 of 5



Hours per Week: N/A

Salary: N/A

Supervisor: N/A Phone: N/A May Contact: N/A


Licensed Field Claims Specialist


Was tasked with investigating, evaluating and overseeing all medical/legal issues involved in developing comprehensive assessment of automobile and bodily injury claims. Adroitly performed on-site situational investigations and was successful in resolving 90% of all claims during one-on-one negotiation. Continually collaborated with senior management and authored crucial coverage reports; also provided exceptional customer support and service that regularly resulted in timely claims resolution and with accompanying expense reduction.



MONTH 1998 MONTH 1998

Homewood Suites Hotel

Hilton Hotels & Resorts Corporation

Brentwood, TN

Hours per Week: N/A

Salary: N/A

Supervisor: N/A Phone: N/A May Contact: N/A


Sales Coordinator


Utilized exceptional interpersonal relationship development skills while working as part of team that also included two Sales Managers tasked with comprehensive responsibilities for opening new unit; successfully grew client base for individuals/organizations requiring high-end rooms and meeting spaces and authored sales proposals as well as confidential sales contracts. Team exceeded corporate sales goals within first six months.


Oversaw services of external F&B vendors and assisted clients by coordinating event catering activities Ensured that clients/guests were continually apprised of all available products and services, led client meetings to clearly communicate and identify details on conventions/meetings, regularly conducted tours of venue and facility, and consistently endeavored to provide outstanding guest experiences.



MONTH 1995 MONTH 1998

Renaissance Hotel

Marriott International Corporation

Nashville, TN

Hours per Week: N/A

Salary: N/A

Supervisor: N/A Phone: N/A May Contact: N/A


Assistant Manager, Rooms Division / Corporate Management Trainee

Yyyyyy x. yyyyyy Page 4 of 5



Progressed rapidly and successfully through organizational Management Training Program and quickly gained in-depth understanding of wide array of hospitality-related operations. Was promoted to Assistant Manager assignment, with comprehensive Room Operations responsibilities for areas that included Housekeeping, Recreation, Laundry, Bell Staff, At-Your-Service (AYS) and Concierge/Guest Services; received organizational award for performance excellence due to achieving highest volume of guest evaluations/guest satisfaction scores.


Steered team and 350+ Associates in performing crucial guest arrival/departure procedures, continually ensured excellent maintenance of facility cleanliness standards, met operating budget objectives and diligently focused on achieving employee satisfaction. Directed personnel training activities, coached/counseled Associates on best methodologies for meeting/exceeding performance expectations, and scheduled work assignments to ensure proper coverage to meet guest requirements. Additionally, was responsible for performing multiple administrative tasks including ensuring that uniforms were available and product supply levels were continually maintained; served as readily-available source of information for employees regarding questions/concerns.


Continually set a positive example for delivering outstanding, courteous guest support and service, while immediately responding to and resolving any guest issues, problems or requests. Expertly managed controllable expenses in support of achieving budget objectives, including maximizing room revenues/occupancy by utilizing same-day selling techniques.

MONTH 1992 MONTH 1992

Walt Disney World Hotel & Resort Corporation

Orlando, FL

Hours per Week: N/A

Salary: N/A

Supervisor: N/A Phone: N/A May Contact: N/A




Selected to participate in organization s Summer Internship Program; gained critical knowledge regarding business aspects of products/services associated with Marketing, Brand Strategy, Advertising, Promotion and Sales activities. Was strong contributor to developing new marketing strategies that supported brand growth while ensuring highest levels of guest service quality and became familiar with customer data analysis and market developments. Insightfully served as mentor for international students and provided excellent assistance in training and development activities, including authoring progress reports on participants. Developed excellent rapport with organizational management as well as colleagues/peers.





Yyyyyy x. yyyyyy Page 5 of 5



Education / Training


Keller Graduate School of Management, Atlanta, GA

Master of Human Resource Management (MHRM), 2002


Semester/Credit Hours: N/A


Alabama Agricultural & Mechanical University, Normal, AL

Bachelor of Science, Hospitality Food & Nutrition, 1995


Semester/Credit Hours: N/A






FEMA Flood Certification - FCN #70005635 Expires 5/31/17


Property and Casualty Licenses (Active States):

Alabama, Arkansas, Florida, Georgia, Indiana, Louisiana, Minnesota, Mississippi, South Carolina, Texas and Utah




Community Volunteer Activities


Society of Insurance Trainers

Southeast Regional Director (2009-2010)


Riverwood International High School PTSA

Co-Chair Mini-Grants (2011-2013)


Artemis Consulting, LLC

Tutoring and Writing Program


Arbitration Panel



Delta Sigma Theta Sorority, Inc.


Jack & Jill of America, Inc.


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